At present, “Growth Hacking” is one of the most used terms in the world of Digital Marketing and more specifically in the field of Startups. It is used to refer to a set of techniques that companies use to make their products known to the greatest number of customers with the least possible expense and effort.
Generally, when we open an online store, we often forget the most important aspect: the customer. This is possibly because the customer is not present, since he is virtual, but precisely because of this we must pamper him and know why he has bought our products and not the competitors’ ones. In this post we will see 6 fundamental techniques that are really effective and work, so it’s good to keep them in mind when dealing with our clients. Take note of these 6 Growth Hacking techniques for your e-commerce or online store and how to improve customer services.
Many companies treat customers as money making machines and use them just to meet the purpose of their sales: the more, the better. However, customers can unlock a lot of possibilities and opportunities for your business, and make it much more profitable. You just have to listen… listen to what the client tells you both actively and passively.
- By passively we understand those things that the client does before making a decision, such as which sections of our page he visits, which areas of the page he looks at, and this can be known through analytics.
- By actively we understand all those elements through which the customer communicates directly with us or interacts with our website by leaving his feedback, regardless of whether it is positive or negative, through our social networks or an online store valuation site.
In the long term, the real secret of a profitable, trustworthy online store is not its prices, but knowing what our clients are trying to tell us.
2. Pay Attention to your Clients’ Questions
Ignoring your customers is wasting your time and money, so pay close attention to what they ask you and catalog these questions as follows:
- General Questions: They are the essential ones, those which everybody ask you. Don’t worry if some are confusing, not everyone knows how to communicate what they really mean, so it’s always good to give them quick feedback and don’t worry if you have to ask the customer “what did you mean by … “It’s an effective way to communicate and break the ice with your customers.
- Pre- Sale Questions: Here we will catalog all the questions that the customer asks regarding product functions, doubts about invoicing, discounts, returns, etc. You must be precise and direct when it comes to answering, that is: go straight to the point.
- Post-Sale Questions: Questions like, I don’t know how the product that I bought works, I don’t understand the instructions for use,… Here we must be more technical, thorough and also precise. We must clarify a reasonable doubt of the customer and in this case look for an expert in the field to advise him how to start or use the product purchased in your online store.
- Questions After Using the Product: This would include questions about real problems with the product or service such as “I have received the item and it doesn’t work, there is an error with the invoice or the price,, or I don’t like the colour and I want to replace it for another product, or the size is the wrong one”. Here we must investigate and inquire whether the customer has a real problem or he has just a doubt. In case of a real problem, we should give him an immediate solution or in any case give him a real date to solve his problem and answer him on the date agreed. Always avoid controversy and confrontation. An item replacement is better than a refund, keep in mind that refunding the money is the last resort.
All these questions will be useful for:
- Learning from your niche market and your target market,
- Learning about what kind of language your clients use and how your customers communicate.
- Tailoring and keeping your FAQ section updated.
- Updating your own knowledge about both your online store and your customers.
3. Your Customers’ Feedback
You will receive 3 kinds of Feedback.
- Positive Feedback: Draw up list with all the positive comments you have in your emails, blogs, social networks, etc. They will be useful to create a section of “Customer Opinions”.
- Negative Feedback: Don’t hide the negative messages, the client is also interested in knowing them and keep calm, people will judge whether the negative comment is reasonable or not. If there are some negative comments successfully managed, that shows the others that our customer service wants to improve. But always remember to give a positive comment or a solution to the negative message, for example: “I am very unhappy with the product delivery, I was told that the product would be delivered in 5 days and it has taken 14 “a convincing, reasonable and positive response could be:
“We sincerely apologize to you for the delay in delivery of the products you ordered with us.
We experienced an unusually large number of orders, which disrupted our normal delivery schedule. To serve you better and faster, we are busy expanding our staff.
We deeply appreciate your patience and the relationship that you have with our company and to maintain it likewise we have even issued an additional discount for you as a token of regards. If you have any further queries, please feel free to call us on 999-999-9999.”
This could be a positive message to a negative comment with an included solution.
- Neutral Feedback: It would include suggestions about products or things to improve.
Use these questions and comments for: Keywords for future content (blogs, post social networks, etc.). Keywords for your advertising. Keywords for your “attention calls”, for the improvement of your products and services and finally, to improve the operation of your services or products.
4. Tools for Data Analysis
Although there is still some secrecy behind exactly how Google evaluates a website and ultimately determines which sites to show for which search queries, there are a number of tools out there — some free, some paid — that help you to look at your own site the way that Google sees it. Although we will analyze them more closely in future posts, let’s give a little review about some of them:
- AWstats: It’s the most complete and reliable tool that currently exists and it’s free. It’s an open source Web analytics reporting tool, suitable for analyzing data from Internet services such as web, streaming media, mail, and FTP servers.
- Google Analytics: Undoubtedly, the second best one, i’ts also free and it provides lots of information. Google Analytics lets you measure your advertising ROI as well as track your Flash, video, and social networking sites and applications.
- Kissmetrics: Although it’s a paid tool, it’s very useful for the individual monitoring of your conversion funnel. Kissmetrics provides visualization tools on how users interact you’re your website, web apps, and mobile products. It collects and shows customers acquisition data for each user.
- Crazy Egg: A tool to know what your customers do while browsing your website. It’s what the experts call “Get your Heatmap” and the best of all, it’s free.
- Viking Guard: An ideal free tool to monitor your online store.
Use these tools to know your customers better, to increase your sales and to acquire new products, tools, widgets and apps that make your store even more successful. You can also use these tools to improve the sales process and to acquire and keep online customers.
5. The way your customers interact with you
Your customers will interact with you mainly through 3 main media:
- Social Networks: Pay close attention to how your customers communicate with you through social networks, and how you leave them your feedback. Frequently, the social networks channel is even more influential than the comments in your online store themselves.
- Comments on your Blog: If you have a blog inside your online store, the most logical thing is that the thematic and the posts are about the products and services you offer in your store and related topics. There is no sense in talking about “surfing” if you are selling “fishing rods”, even though both of them are related to the sea.
- Interactions through the contact email: Above all, it will teach you how to measure the effectiveness of your email marketing campaigns and if your offers, posts, attract your audience. We also include in this section the emails that the customers send you to ask about anything about your online store, its products or services.
This will help you to improve your client’s trust in your online store and to improve the products, delivery or the services offered.
6. Things Your Customers Can Do For You
Last but not least, a very important Growth Hacking strategy for your online store is to ask yourself “what can customers do for me?” And for this you can use the following strategies.
- Net Promoter Score: is an index ranging from -100 to 100 that measures the willingness of customers to recommend your company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand. They are known as passive promoters.
- Social Likes: Do what it takes to get the maximum number of likes, shares, retweets and pins and other interactions in the social networks from people who believe that you’re doing something good.
- Customer Retention Rate: The best and most loyal customers are the ones who have to be retained at all costs, because they are the ones that will bring you new customers over time.
Use these techniques to strengthen the brand and your followers-clients, create your referral program, share content (blog and social networks) and finally create a self-sustaining community over time.
In a nutshell: Follow these six Growth Hacking techniques for your Customer Service Area and you will see your sales grow in a very short time and your own Customer Service will increase the value of your online store. The opinion that customers and future customers have about you or your brand has a great influence on your online reputation.